IT Support Officer

About the role

Role Summary

To serve as the primary point of contact for IT-related issues, delivering customer-focused support and providing centralised technical assistance to all business users.

Salary:

£30,000-33,834

Hours of Work:

35

Contract:

18 months fixed term

Probation Period:

6 months

Notice Period:

1 month

Who are we?

We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area.

Meet your Manager

"For over a year now, I’ve been the IT Service Delivery Manager, and I’ve spent the last nine years in the IT team working hard to raise the profile of our department and the services we provide.

Are you ready to help me take that even further? I want to build on the quality, energy, and commitment I’ve shown when working on the front line and encourage the same level of care from my whole team.

I’m looking for someone who shares that passion and drive — could it be you?"

Ricky Brown, IT Service Delivery Manager

What will you be doing?

Role Specific Responsibilities

•Proactively deliver end-user support and basic training and conduct regular floor walks at your primary office location.
•To be willing and available to travel to TCH remote sites to offer support and basic training.
•Co-manage the IT Helpdesk to a high level in conjunction with fellow IT Support Officers.
•Create accounts for new starters, and populate permissions based on the onboarding forms.
•Carryout IT inductions for new members of staff ensuring a positive first impression of the business and IT department.
•Produce, test and review IT procedures and solutions in conjunction with your fellow IT Support Officers and ensure they are kept up to date.
•Promote the use of the meeting room equipment and ensure it is kept up to date and in good working order.
•Assist with the deployment and ongoing support of newly implemented systems by utilising the comprehensive handover documentation.
•Keep up to date with software and systems in use at TCH.
•Support the wider IT Team by providing cover and or assistance where necessary.
•Support our IT systems, which includes but is not limited to:
- Printing.
- Basic support for Office 365, Teams, Teams Voice, Dynamics and SharePoint.
- Ensure hot desk areas are maintained and that the appropriate cabling and technology is available for the users.
- Ensure meeting rooms are kept in good working order and support users with functionality if required.
•Take an active role in the appraisal process compiling evidence of successes and working with the IT Service Delivery Manager to set objectives delivering the completed appraisal to HR within expected timeframes.

General

•To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.
•Recognise, respect, and promote the different roles and diversity of individuals.
•To actively contribute towards the key performance indicators and professional standards.
•Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.
•To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
•To participate in training, attend other meetings, and staff events as required.
•Be an effective member of your team, presenting a positive impression of your section and the Group.
•Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.
•Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.
•Maintain awareness of budget requirements and value for money while delivering your role.
•Consider and highlight any risk to the organisation or individuals whilst delivering your role.
•Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.

This job description is a guide to the nature of the work required. It is not comprehensive and does not form part of the contract of employment.

About You

Education & Qualifications

•A-Level or equivalent education - Desirable
•Proof of continuous professional development - Desirable
•Ability to drive and use a car for business purposes e.g. remote office visits, technical support/troubleshooting and basic user training

Key Skills & Competencies

•Microsoft Windows 11 operating systems - Essential
•Microsoft Office, SharePoint, Teams and Teams Voice - Essential
•Papercut printer support - Desirable
•Software installations and updates - Desirable
•Basic laptop hardware knowledge - Desirable
•Basic server room knowledge, for maintenance tasks - Desirable
•Experience supporting Microsoft based platforms - Essential
•Active Directory administration - Desirable

Behaviours

•Advanced interpersonal and communication skills - Essential
•Passion and commitment to learn and develop in an IT environment - Essential
•Customer focused, with a positive and constructive disposition - Essential
•Strong problem-solving skills - Essential
•Ability to plan and organise in an effective way - Essential
•Ability to manage own workload - Essential
•Committed to meeting challenging targets and deadlines - Essential
•Ability to work effectively in a pressured environment - Essential
•Communicates effectively and professionally, projecting a positive impact on recipients - Essential
•The ability to interact and build productive relationships internally and externally - Essential
•The desire to meet the needs of customers in a way that shows commitment to our company values - Essential
•Evaluates and reviews work through peer mentoring to maintain high standards that consistently meet or exceed expectations - Essential

Why Choose Us

• Contributory pension scheme 4% to 10% matched contributions
• Hybrid working
• Free onsite car parking
• Life assurance of 4x annual salary (Terms and Conditions apply)
• 30 days annual leave in addition to bank holidays
• Two volunteer days per year
• Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
• Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
• Extensive annual Staff Wellbeing programme
• Enhanced maternity, paternity, and shared parental leave provision
• Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
• Annual flu vaccinations
• Access to an extensive range of corporate discounts on shopping, travel & days out
• Social events, including lunchtime walking, rounders, festive Fridays
• Travel loan

Our Values

Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.

Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.

We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:

Equal Opportunities Statement

TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.

We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.

Apply

Internal Applications

Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to recruitment@tch.org.uk.

For internal staff only: Please note, if you're currently on legacy TCH, Rosebery, InTouch, Family Mosaic etc Terms and Conditions and are successful in your application, you will automatically be transferred to the new Peabody Terms and Conditions.

Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.

If you have any questions, or require further clarification, please speak to HR.

External Applications

Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.

Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.

Key dates

Applications Close:

Monday, 23 March 2026

Interview Date: